HVAC Service Manager Job at Aliniti
HVAC Service Manager
Canella Heating & Air Conditioning is seeking a Service Manager to join their team! Canella Heating & Air Conditioning, Inc. was founded in May 1990 in Bethlehem, NC is the company you can turn to for trustworthy HVAC and indoor air quality services in Hickory, NC, and the surrounding communities.
The Service Manager is responsible for the profitability and overall efficiency of the service department. Additional responsibilities include talent management and development, quality, and KPI ownership.
Key Objectives of the Service Manager:
- Service Operations: Creates, implements, and manages daily processes and procedures to operate an efficient and profitable service department.
- Talent Management: Develops, manages, and leads a highly engaged service team with the objective of creating a positive working environment necessary to build lasting professional relationships and achieve long-term organizational goals.
- KPI Ownership: Owns the profitability and overall efficiency of the service department through developing, overseeing, and communicating KPI goals and objectives.
- Service Quality: Provides customer service that exceeds customer expectations to create and maintain a professional business relationship and increase opportunities for growth.
Minimum Requirements of the Service Manager:
- Must be tech-savvy and comfortable working with Microsoft Office (especially Excel)
- 3+ years managing and leading others
- Background from one of the following industries preferred: HVAC, Plumbing, or Electric
- Must have a sense of humor!
Additional Responsibilities of the Service Manager:
- Works in partnership with the Service Field Trainer to assess workforce readiness and target the professional development of service technicians. Assists in identifying and prioritizing training needs and developing a training schedule.
- Ensures communication between departments; verifies that service has the information needed from installation to appropriate service systems. Assists with communication, coordination, and conflict management between Service, Sales, Install, and support staff to ensure all are focused on the shared goal of outstanding customer experience.
- Tracks and reports on weekly, monthly, and annual key performance indicators (KPIs) and monitors variances throughout the year. KPIs include but are not limited to leads generated, dollars per service ticket, new maintenance sold, renewal percentages, and billable hours.
- Reviews KPIs with President on a weekly basis and provides root cause analysis for KPI variances. Provides analysis of trends, forecasts, and the critical success factors that influence performance outcomes.
- Leads the growth of the add-ons and maintenance program through incentives, initiatives, and training.
- Manages and rectifies quality concerns of installation and service, and warranty issues, including callbacks and no charges.
- Owns the management of on-call schedules to ensure service is appropriately staffed during non-business hours.
- Tracks and approves labor hours, commissions and spiffs, vacation time, and absences and handles disciplinary actions as needed.
- Reviews submitted extended warranties to ensure full payment has been received and commissions are accurately paid.
- Assists Warehouse Service Associate with developing, implementing, and overseeing an effective inventory management system for Service-related inventory and equipment.
- Oversees truck stock inventory levels to ensure the truck is stocked with the necessary materials needed for the service calls and appropriately fitted with Cradlepoint hardware.
- Serves as a trusted advisor, sounding board, and confidant to the company President. Collaborates with the President on a range of matters involving Canella’s strategy, operations, and staff.
- Forecasts and participates in the development and management of the service department’s operating budget.
- Oversees the profitability and overall efficiency of the service department; tracks and analyzes actual time, labor, and material requirements, billable vs nonbillable metric. Compares operating results to performance targets and ensures that appropriate measures are taken to correct unsatisfactory results within the Service Department.
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